Authors: Heather Ackmann, Fran Gilbane, Rich Gilbane, Theresa Miller, Tim Warner, Kunal D Mehta, David Davis, Ed Liberman, Mark Ingram, Ben Piper, Don Jones, Bob Flisser, Justin Harris, Mike Halsey, Alan Wright, Brien Posey, Shari Oswald
This collection of courses provides newcomers with the first step they need to start a career in IT. After completing this path, learners should be prepared to begin an entry-level IT job, such as Help Desk Technician or Desktop Support Technician, that provides additional hands-on experience. With some experience, learners will be ready to move into more formal certification programs, such as Microsoft's MCSA collection of certification titles. The target audience for this path is anyone who is interested in starting an entry-level job in IT. This career track is also suitable for those switching into the IT industry, and who are focused on the operations side of IT, rather than the software development side.... Read more Read less
Learn the fundamentals of computer software and operating systems.
In this course, we perform a comprehensive survey of all interior and external personal computer (PC) hardware. The subject matter maps to every objective in the Hardware domain of the CompTIA A+ 220-901 certification exam. This is the second course in a series of five courses to prepare you for the CompTIA A+ 220-901 certification exam.
This course covers every objective from the Mobile Devices domain of the CompTIA 220-901 certification exam. This is the fourth course in a series of five courses to prepare you for the CompTIA A+ 220-901 certification exam.
This course covers every Windows Operating Systems domain objective in the CompTIA A+ 220-902 exam blueprint. This is the second course in a series of six courses to prepare you for the CompTIA A+ 220-902 certification exam.
This course covers every objective from the Other Operating Systems & Technologies domain of the CompTIA A+ 220-902 certification exam. This is the third course in a series of six courses to prepare you for the CompTIA A+ 220-902 certification exam.
This course covers every single objective from the "Operational Procedures" content domain from the CompTIA A+ 220-902 certification exam. This is the sixth and final course in a series of six courses to prepare you for the CompTIA A+ 220-902 certification exam.
Learn the basics of modern computer networking.
This course fully prepares you for the Networking domain of the CompTIA A+ 220-901 certification exam. This content also bookends quite nicely with our CompTIA Network+ learning path. This is the third course in a series of five courses to prepare you for the CompTIA A+ 220-901 certification exam.
Part 1 of 2 in the Microsoft MTA: Networking Fundamentals series. If you're at all interested in computing technologies, you probably find yourself asking what is a network or what exactly is a protocol? Beginners in the computer world looking to actually start working with computer networks should be building up a technical background with computer networking standards. This course is designed for those who have little to no experience in networking, but want to learn solid skills to build upon.
Part 2 of 2 in the Microsoft MTA: Networking Fundamentals series. If you're at all interested in computing technologies, you probably find yourself asking what is a network or what exactly is a protocol? Beginners in the computer world looking to actually start working with computer networks should be building up a technical background with computer networking standards. This course is designed for those who have little to no experience in networking, but want to learn solid skills to build upon.
In this introductory course, you will learn all about TCP/IP and Networking Fundamentals. This course covers the basics of TCP/IP, networking, protocols, configuring IP addresses, binary numbers, CIDR, and IPv6. This course is designed for those who have little to no experience in TCP/IP and networking, but want to learn solid skills to build upon.
In this course, you'll get a practical, hands-on understanding of how to troubleshoot network-related issues. You'll learn all about IPv4 and IPv6 network connectivity, how devices connect to the Internet, how data gets from end to end, how to read a network topology diagram, and more. We also cover specific network troubleshooting techniques and commands including ping, tracert, netsh, ipconfig, and netstat.
Learn the basics of IT and networking security.
This course covers every objective in the Security domain of the CompTIA A+ 220-902 certification exam. This is the fourth course in a series of six courses to prepare you for the CompTIA A+ 220-902 certification exam.
This is a practical course for a beginner looking to gain a baseline knowledge in the world of IT security. This practical course moves you from basic concepts right into real-world implementations, cementing new knowledge by giving you the opportunity to immediately see it in action and practice it for yourself. You'll learn security basics like the three "A's" of security (authentication, authorization, and accounting. You'll also learn how the Windows operating system secures files, websites, users, mail servers, and more.
Do you have security concerns as more and more of your personal and business information flows through technology? This course will teach you the basic concepts of end user security awareness including how to be proactive on the road, at work, and in your home.
Learn about the key components of modern business technology infrastructure.
This course will give you a high level technical overview of the IT industry - its classification, how things work in organizations, core components of an infrastructure like server and services, networking, and storage. Then we'll cover the essentials of software development where you'll get to know about the most popular types of applications, languages, and platforms. The target audience of this course are people who are new to IT, want to learn about the bits and pieces of the IT industry, and want to understand the skills required to get their first job, on their way to pursue a career in IT.
In this course, we’ll focus in on server virtualization, how it has helped so many enterprises, and what you would need to test and deploy it. We’ll review both VMware and Microsoft’s virtualization offerings available today and take a look at what it would be like to administer a virtual infrastructure. You’ll learn how to build a virtualization lab, gain an introduction to cloud computing, and find out what it would take to perform a mass consolidation of physical servers using server virtualization. Finally, you’ll learn about some valuable additional resources available for you to take the next step and learn more about virtualization!
This is a beginner course that will serve as the first step in understanding how a Microsoft-based messaging system works. The basic concepts of Microsoft Exchange and Office 365 will be explained, as will the day-to-day administrative tasks that need to be completed. Common problems that surface while administrating Microsoft Exchange, Office 365, and user connectivity methods will be thoroughly examined. The proper troubleshooting steps required to resolve these issues will also be discussed and then demonstrated to ensure the student has a solid understanding of these important concepts.
SharePoint adoption is increasing rapidly on premises and in the cloud. Don't get left behind, because no matter your current skill set or IT interests, there are one or more areas of SharePoint to build your career around. In this course, Basic Administration of SharePoint 2016, you'll learn to configure and deploy SharePoint. First, you'll delve into SharePoint farm architecture basics. Next, you'll explore the creation and configuration of web applications. Finally, you'll learn how to create site collections and sites, and what you can do with them. By the end of this course, you'll know how to set up SharePoint in a small test environment and be ready to move that farm to a limited production environment.
Learn the core skills needed for success as part of a customer support team.
This course will help improve the soft skills and customer service skills of both new and existing IT help desk employees.
Do you strive to increase customer service satisfaction for your company? In this course, Understanding Customer Service Processes and Procedures, you will follow the path of a company that requires customer service processes to improve their overall customer experience. First, you will learn the value of support center customer service policies. Next, you'll learn about customer service processes and procedures. Finally, you will learn all about flow charts, FAQs, and more. When you are finished with this course, you will have the skills and knowledge needed to ensure a successful customer experience.
Have you noticed that your company's overall customer support satisfaction needs to be improved, but don't know where or how to start? In this course, Support Center Tools, Technologies, and Metrics, you'll learn how to optimize best practices to ensure the best customer experience. First, you will gain an understanding of the value of evaluating your processes and procedures through an operation excellence model. Next, you will learn about Support Center toolsets and how to leverage them to achieve your business goals. Finally, you'll learn how to evaluate metrics through an operational excellence model. When you are finished with this course, you will have the knowledge and skills necessary to achieve the ultimate Support Center success.
A successful Support Center is prepared for any customer situation. In this course, Dealing with Irrational Customers and Escalating Complaints, you will learn to educate your staff about dealing with irrational customers. First, you will delve into the steps your organization must understand to ensure that even the worst situation is resolved with a great customer service experience. Next, you will learn about maintaining professionalism. Last, you will dive into complaint escalation techniques. When you are finished with this course, you will have the knowledge and skills necessary to deal with any stressful customer service situations your organization might face.
IT Systems are hugely complicated, with almost infinite combinations of hardware, software, and peripherals. When you factor in environmental considerations and human error, troubleshooting any problem can be extremely difficult. In this course, you’ll learn the methodologies and processes of troubleshooting, how to reproduce and diagnose problems and issues, and how to fully and accurately document them for engineers and support personnel.
This course covers every objective from the Software Troubleshooting domain of the CompTIA A+ 220-902 certification exam. This is the fifth course in a series of six courses to prepare you for the CompTIA A+ 220-902 certification exam.
This course covers every objective in the Hardware & Network Troubleshooting content domain in the CompTIA A+ 220-901 certification exam. This is the fifth and final course in a series of five courses to prepare you for the CompTIA A+ 220-901 certification exam.
Learn the basics of these key productivity applications.
Quickly get up and running with Windows 10! Busy business professionals will learn all about the basic operations, functions, and features of Windows 10. You'll learn the ins and outs of the start menu, taskbar, and Windows 10 apps. You'll explore basic operations and learn to search and surf in Windows 10.
Go beyond the basics in this Windows 10 Foundations course. Busy business professionals will learn about new ways to personalize and customize their Windows 10 experience. Learn about popular Windows 10 apps and learn to configure them. Learn Microsoft Edge and how to use Cortana, and much more.
Interested in learning how to use Microsoft Word for your job or daily personal use? This course is the one for you! In this course, you will learn how to get started in Word 2016 by exploring the toolbar, ribbon, and changes from previous versions. Next you will learn about all the different things you can do when working with a document in Word 2016. Finally, this course will teach you important information about formatting and working with text and paragraphs to create the perfect finished document. By the end of this course, you'll know your way around Microsoft Word and you'll be able to use its many features for a variety of projects.
Learn the fundamentals of using and creating Excel spreadsheets, including entering and editing data, managing lists, writing formulas and using functions, formatting sheets, and printing your work.
This course introduces the new and improved features of Microsoft Outlook 2016. You'll become familiar with the layout of the Outlook environment, learn best practices for working with and managing email, and how to use the calendar, contacts, and tasks.
No prerequisites are required for this path.